Aspects of Managed Services Support

aspects of managed services support

Managed services and break-fix services play essential roles in supporting your business in IT-related matters. Small and medium entities face tough choices in deciding between the two aspects and complementing IT resources as well as personnel in place. 

Managed Services vs. The Break-Fix Mentality

Just as the name suggests, the Break-fix mentality interacts with your business only when you experience IT problems. 

The vendors of break-fix services send IT professionals to your location to provide remedies at your business location. 

After finding a solution to your IT problem, you are charged for the services rendered. The break-fix services have no ongoing fees and do not tie you to any contracts.

On the contrary, managed services entails outsourcing service providers that share the responsibility for your IT system. 

It creates an extensive and continuous relationship between your business and your service provider. 

Such services work off your business premise and use their systems to supervise and deal with identified IT problems. Mostly, the problems are identified before you experience any system outages. 

Why Break-fix is No Longer Good Enough for Your Business

Below are the main reasons why the break-fix mentality is not any good for your business. 

Subdues Productivity

When you use this model, you are forced to assign your IT needs to your employees. Since this might be a good idea in the short term, it reduces the level of productivity and leads to wastage of resources. 

Cost

In this IT model, you pay for labor, repairs, and consultation. It is impossible to budget for the issues, and there is no reasonable way of establishing whether you are paying a fair price. 

Besides, there are no preventive measures that you can put in place to avoid any problems in the future. This leaves you susceptible to surprise system breakdowns and costs. 

Extended Downtime

In this model, when you experience an IT problem, every minute costs you money. The sporadic nature of this model leads to extended repair time. The extended downtime and the additional repair time increases the cost making it undesirable.  

Do Managed Services Cost More Than Traditional Break-Fix Services?

Managed services cost more than break-fix services. Managed services involve the provision of a recurrent service, which translates to recurrent expenses. 

The services differ based on your business’s needs though it is vital to be proactive in using IT services to achieve business objectives. 

When you use this IT model, you accrue higher upfront fees, monthly subscription fees, and monitoring fees. 

Engaging a managed service provider increases the level of visibility and your capability to establish robust IT strategies. In as much as it is effective and creates accountability, the services cost more than the services rendered in the break-fix model. 

How Are Managed Services Priced?

All businesses want to minimize costs, but that is just one factor you need to think about. Therefore, you need to understand all the pricing aspects of IT services models before you make a decision. 

Managed IT services pricing is based on the following.

  • The number of users
  • Risks Involved
  • Your needs

The price of managed services depends on the monthly cost per user, the coverage, the number of specialists, and the extent of coverage. 

The level of support included and your levels of business that the support is designed for affects the pricing of managed services provided to you.  

The Real Benefits of Managed Services

The benefits of managed services are clear. The model provides IT services to every aspect of your business. As a result, your entity achieves higher standards of IT services. 

Implementing managed services in your business offers several benefits, including:

Enhanced Productivity

Outsourcing IT functions dedicate in-house IT experts to projects that promote innovation and enhance achievement of set objectives. 

Promotes Scalability

Most entities find it more useful to start small and expand according to the growing needs. Managed services make it easy for you to scale either up or down and increase capacity depending on the scope of changes in your business needs. 

Keeps Pace with Your IT Demands

When you outsource IT services or partner with skilled IT professionals, you alleviate the pressures associated with keeping pace with the dynamism of technology. 

Contact us for professional advice on the best IT model for your business.

What is Included in a Managed Services Agreement?

what is included in a managed services agreement

A managed services agreement is a contract between a provider of managed services and a client. It creates ties of the service level between the parties and records the primary understanding regarding different aspects of the deal. 

The agreement represents different aspects of your engagement, including:

  • Response times
  • Service-level agreement
  • Limitation of liability
  • Termination clause
  • Clarity of outline of support tiers
  • Service escalation process
  • Phases of setting priorities
  • Labor rates

Below are the things that need to be clearly outlined in your managed services agreement (MSA). 

Services

You need to identify the elements of the services covered, including supported IT services  and those not supported by your managed services provider (MSP). 

You need to ensure that there is clarity on your responsibilities and those of the service provider. 

By clearly outlining the services not covered in the agreement, it prevents any likelihood of holding your service provider liable for any incidents not outlined. A clear outline of the services allows your service provider to work for issues outside the agreement. 

Terms and Conditions

Identify the provider of managed services and their contact information during and after working hours. The agreement needs to stipulate the pricing, terms of payment, and the duration of the contract. Also, it clearly outlines the date when the contract starts, ends, and when it auto-renews. 

Termination of Agreement

The contract between you and your managed services provider outlines the rules of termination, the need for adhering to regulatory requirements, and the owner of the data once the contract ends. 

Length of Warranties

The agreement includes the specifications of the hardware used and the information regarding different types of hardware used in implementing a managed services model. 

Authorization of the Managed Services Provider

The MSA provides extensive information on the licensing of your provider and SaaS.  

Backups

The contract specifies the terms and the length of incremental copies and the total number of copies. 

Limit of Liability

The MSA outlines your confines on instituting legal proceedings for negligence against your provider. Also, it includes information on risk allocation by your provider. 

Insurance

Aspects of cybersecurity insurance are included in the MSA. It covers the level of coverage for your managed services provider. Also, it outlines aspects covered and not covered in the insurance policy. Your MSP needs to give extensive information on any potential liabilities. 

Definitions of Terms

The contract explores the meaning of different terms for all parties. It includes terms that are specific to the entity, providing managed services to your business. 

Discretion

The managed services agreement includes other agreements including the:

  • Licensing agreement
  • Confidentiality agreement
  • Non-disclosure document
  • Non-complete document for your provider’s employees 

Assignment Clauses

The document considers the contractual obligations of both parties and specifies the responsibilities and rights that can be transferred. 

Illegal Behavior

The MSA includes a plan of action of prompt reporting to the authorities in case either party notices prohibited behavior. Also, it emphasizes that you are expected to follow a certain course in notifying the authorities. The list includes the major aspects included in a managed services agreement.

Contact us to help you develop an agreement that is satisfactory to both the parties and facilitates the growth of your business.  

How to Implement a Successful IT Risk Assessment

successful it

More and more companies are relying on the web, not only to be their premier source of customer interaction but also to carry out cloud-related tasks and functions associated with running their business. When a company is able to securely run their business, both management and production employees can focus on doing what they do best — ensuring the success of business operations. In this article, we will outline 8 steps businesses can follow for a risk assessment associated with their current IT operations.

Thoroughly Define Vulnerabilities

Gone are the days when installing a good antivirus program on their computers meant that a company was protected from all threats. While companies should still require this, of course, there are many more areas of vulnerability. Assessing risk means defining all potential vulnerabilities such as fire, a natural disaster, theft, ransomware, phishing attempts, and more, in some instances. Anything that can compromise employee productivity, or negatively affect a company’s ability to adhere to compliance rules has the potential to be disruptive.

Communication is Key

As with any other successful project, communication is a key component to ensuring a successful risk assessment outcome.  When key players understand why they are being called to evaluate risk in their areas of function, they will be more successful in identifying areas that could pose a problem. When those players do report their findings, it’s just as important for those in charge of the risk assessment project to clarify any unclear points, so they have a clear understanding of the potential issues.

Data Collection

Both hardware and software must be evaluated to look for weaknesses. Operational data such as accounts receivable and payable, HR data, business forecasting, company salaries, etc. is also an asset. Any risks along the pipeline of handling this type of data should be evaluated as well.

Analyzing Risk

Once all potential points of risk are gathered and thoroughly understood, the next step is to analyze each potential risk.  The areas most vulnerable, the likelihood of some type of attack or interruption in operations, and the ramifications of such an event occur, should all be evaluated and categorized.

Make Recommendations, Then Review 

Those in charge of the risk assessment will also likely be the ones to make recommendations to address each security concern. As part of the process, department heads should have an opportunity to review the recommendations made by the risk assessment team and provide feedback. Once plans are solidified, each department can develop a strategy to address each of the security issues related to their specific function.

Implementation

Once everyone is on board with the solutions that address each point in the risk assessment project, it’s time to implement the solutions. Some departments may institute their solutions fairly quickly. Others may require more time to fully address complex functions. If roadblocks occur, feedback should be given to the risk assessment team so they can research and provide alternative solutions.

Mitigating Risk 

It’s not always possible to completely eliminate all risks when dealing with IT infrastructure, software, or data. Still, companies can achieve the goal of risk mitigation when they know they’ve done everything possible to reduce the potential of an adverse event. To help accomplish this goal, department heads should set specific benchmarks along the way, making sure they are meeting their own expectations of progress, as well as the expectations of upper management. 

Maintenance 

The only constant regarding information technology is that it is always changing. The same needs to be said about risk assessment. While putting solutions in place to deter security threats is the goal of risk assessment, the process must be regularly evaluated. New hardware or software can require changes in the way employees perform their functions, and the hardware or software itself can open up a security risk that did not exist previously. Early on, simple modifications may be sufficient to address changes. However, a full risk re-assessment is ideally performed on average, about every two years.

If you would like to know more about how to develop and implement an IT risk assessment plan, please contact us!

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3 Critical Services Your Current IT Support Is Missing

3 critical services your current it support is missing

It’s always fun for IT guys to see people in the financial industry marvel at Bitcoins and their fluctuations. Here in IT, fluctuation and change are the norms.  A significant service can be a lifesaver now but give it a few years, and it will be completely null. Herein lies the problem. In IT, things change fast, and businesses that don’t adapt to these changes are flushed down the toilet. This is why choosing IT Support is a daunting task. The service spectrum is broad, needs are always changing, and it’s always difficult to tell if your IT service provider is providing you with the best services, or leaving some vital things out of their checklist.

Your IT service provider may be missing the following boxes on their service provision checklist:

Cloud Cost Optimization

The internet always seems free for everyone except for IT firms. Your internet provider may be intentionally or unintentionally, making you pay way more to the Cloud Service Providers than you should. Statistics show that most companies spend about 36% more than they should pay to their Cloud Service Providers such as AWS.

Most IT businesses lose out on massive savings by outsourcing their Cloud Management to IT Service Providers who overlook cost optimization. To these providers, getting you to the cloud is an accomplishment, even if your business has to spend fortunes to use it.

There are a plethora of actions your MSP should be undertaking to cut your cloud costs significantly. Your IT service provider should be:

  • Using or being heavily invested in Cloud analytics
  • Integration of Auto Scaling To reduce costs
  • Using AWS cost optimization tools
  • Power Utilization Practices such as Power schedules
  • Right-Sizing Of Computing Services
  • Use of Spot instances when necessary

Contingency Plans and Security

Once you have outsourced most of your IT service requirements to an IT firm, the security and safety of your data and the customer’s data become a priority. The two most essential things in security are contingency plans and constant improvement. Though most MSPs invest heavily in security, very few offer “Plan Bs” when the ceiling caves. Failure to plan, in IT more than in any other industry, is planning to fail.

  • Your MSP should have:
  • Clearly laid out Disaster Recovery Plans
  • Insurance in case of a Cyber Attack
  • Extensive and Secure Backups for your data

In terms of constant improvement, your IT service Provider’s security plan should always be evolving. Security in IT is not a destination but a journey. Malware is continuously changing and improving, and so should your IT providers Security Plans. Your IT provider should be keeping up with the following cybersecurity and malware trends:

  • Increase in instances of Ransomware
  • Third-party Cryptomining
  • State-sponsored cyber attacks
  • Artificial intelligence in cyber terrorism

Regulatory Compliance

For years now, it was assumed that the web and IT were beyond regulation. Well, the amount of regulation in IT has significantly increased for two fundamental reasons. Governments and regulators have spent the past few years catching up. Also, the rise of IT and its growth has seen IT expand into uncharted territory and industries increasing its influence. This has called for more regulation.

Navigating the regulatory landscape is an essential service your MSP needs to offer. Some of the past, present and future regulations that have been lorded over the IT industry include:

  • The General Data Protection Regulation (GDPR) in the European Union
  • Consumer Privacy Act in California (CCAP)
  • The Biometric Data Law in Illinois
  • Consumer Online Privacy Right Act(proposed Bill)
  • Children’s Online Privacy Protection Act (COPPA)
  • To show how a lack of regulatory compliance can cost a business and how fast the regulatory climate is changing, YouTube was recently fined $170 million for violating the COPPA regulations.

Regulation in itself is a noble idea, but it may lead to massive losses in money and time if neglected. Your IT provider has the responsibility of preparing you for future regulations and how they will affect your business. Your IT provider should be able to

  • Extrapolate your current investments and plans to see if they will be legally viable in the next ten years or so.
  • Align the services they offer to ensure that they comply with present and possibly future regulation.
  • Assure the privacy of your IT firm and the data of your customers and staff.

Though it’s true that the IT climate is always changing, we here at 4 Corner IT have always been changing with it. For any inquiries about IT and Custom solutions on your IT needs, contact us and let us be part of your story.

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Why Patch Management is Important in 2019 and Beyond

why patch management is important in 2019 and beyond

It might seem plausible for IT managers to believe 2019 was a particularly bad year for patch management issues, thinking perhaps they’ll finally be able to focus on other “more important” security issues in 2020 and beyond, but that is not at all realistic.

In fact, as both employers and employees alike find new ways to harness technologies that help to increase productivity and grow their business, the expansion of new hardware and software options will continue to explode. Of course, along with each new application and device there are invariably imperfections that must be patched. The sooner a business comes to terms with the fact that having a comprehensive patch management system is the price they’ll have to pay to take advantage of new technologies, the sooner their corporate data will become safer and more secure.

Is Patch Management Really That Important?

Many people think the majority of security issues arise from a cyber criminal stealthily creeping through their personal information looking for passwords or social security numbers. In reality, the majority of data breaches (57%) occur from vulnerabilities due to poor patch management practices. Considering the explosion in applications, smart devices, operating system versions, etc., it’s no wonder companies feel overwhelmed and unable to patch security holes fast enough to keep up with all the threats.

A recent survey of 3,000 cyber professionals across the globe, reported 48% experienced a security breach within the past 2 years, with poor patching processes as one of the main reasons for the attacks.  

Things to Look For in a Strategic PM Solution

With these sobering statistics, it becomes much easier to see that poor patch management is a serious issue within the business community. The fact that poor patching procedures often leads to cyber breaches should be a wake up call for those following little or no protocol. Companies who want to reduce their risk of encountering a costly and devastating security breach need to gain the upper hand on this often neglected area by developing a sound plan. Of course, larger companies can afford to hire a complete staff to develop and manage a PM solution, however smaller companies often need to look to an external vendor for help.

When researching vendors who have such solutions, it’s important to consider whether their plan incorporates the entire patch management lifecycle. The basic structure of the life cycle is as follows:

  1. Discovery – assess all technology use
  2. Categorize and prioritize – people, devices, processes, etc.
  3. Create a patch policy – (and keep it updated)
  4. Institute monitoring processes for new patches
  5. Patch test in non-production environment
  6. Manage associated configurations
  7. Patch rollout
  8. Audit results of patch rollouts
  9. Reporting and analysis of results
  10. Repeated review of life cycle for optimization 

Getting Started 

Companies who are beginning to realize they need to take a more serious approach to focusing on and organizing their patch rollouts, can also benefit by taking these additional steps that will help them get on the right track. Start by applying patches for those risks labeled as critical. Develop and implement a data backup and recovery plan. Decide to make a proactive patch management philosophy (and practice) a core component of your technology security strategy.

Centralize and automate the patch application process by employing automated patch software. Evaluate employee end-user rights and only give admin rights to those deemed absolutely necessary. Regularly patch and update the preconfigured computer template used when onboarding new employees. That way new employees will automatically have all the latest operating system patches, along with those for business applications, software, privileges, and other important settings.

If you would like more information on developing and implementing a solid patch management solution for your business, please contact us!